STAR customer satisfaction survey

It is important for us to understand if you are satisfied with your home and services; as it gives us the opportunity to improve.

Over the next two months, The Leadership Factor (TLF) will help us do just that, by contacting you and asking for your opinion.

Why do we conduct surveys?

The main reason we undertake this survey is:

To understand what we are doing right or wrong

To understand how we can improve services and provide value for money

To be able to compare against other registered providers and identify best practice.

The STAR Survey

The survey will be conducted by telephone. We have redesigned the survey and reduced the numberof questions included. We have done this to help us focus on the areas that matter to you.

Who is The Leadership Factor?

TLF is a company who specialises in running satisfaction surveys and helps organisations understand what they need to do to be better. They work with different businesses including some well-known names such as the Co-op, Direct Line and nPower. They also work with lots of housing associations. This means that they understand the type of information that will help us improve. TLF follows a special Code of Conduct for researchers. The code makes sure that you, and any information you share, is treated with respect. They will always check if you want your feedback to be anonymous or not.

What can I expect?

During February, March and April TLF will contact a random selection of tenants to complete the survey. They will telephone during the day and into the early evening but no later than 8.30pm. By doing this they get feedback from anyone who is not available during the day. If you miss a call from TLF you do not need to worry. They will call you back at another time. They will never expect you to call them so you do not need to worry about any cost. If you are in a rush they will arrange to interview you at a time that suits you. TLF will ask for you by name and will only ask for the tenant.

What will they not ask me?

TLF will not ask you for any personal information and you can request for your data to be anonymous.

Random sampling

As this is a random sample, whilst you may have participated previously in STAR, there is a possibility that you may not be contacted this time. This does not mean that your views are not important to us as we welcome feedback at any time.

A note from TLF

Our interviewers enjoy talking to housing association tenants because they are friendly and happy to give feedback not only when things are going well but even when things aren’t always going to plan. We are looking forward to getting to know you over the coming months and finding out what you think.

What will we do with the information?

In May we will receive a report which pulls together all your responses. We will then use this information to look at areas of strength and weakness. We will develop an action plan to target areas of weakness. We will compare our findings to other registered providers and contact those who are performing well in our areas of weakness. We will communicate these findings and actions to you